Calculators

Missed calls cost calculator

Enter how many calls you get per day, how many go unanswered, your average order value, and how often customers buy again. You'll see your yearly losses from missed calls and the share automatic callback can win back.

Calculator

How much you lose on missed calls

Inbound calls per day calls All calls to your numbers, answered or not Missed call rate % Unanswered, abandoned in queue, or after hours Sales calls, % of all calls % New customers and callers who want to buy or place an order. The rest are order questions, complaints, and service Sales calls that close % For example, 10% means one in ten sales calls ends in a sale Average order value In USD Repeat purchases per year times How many more times a customer buys within a year of the first purchase. Enter 0 if customers buy only once Days with calls per month days If customers call on weekends too, count those days: weekend calls nobody answers are missed calls too Share of losses callback wins back % Callback dials the customer as soon as an agent is free. But by then some customers have already bought elsewhere. 20% means you win back 2 of every 10 lost customers

–Yearly losses without callback

–Won back by callback per year

–Remaining losses per year

–Monthly losses on first purchases

–Repeat purchases in yearly losses

–Missed calls per month

–Lost deals per month

A customer who can't get through rarely calls back – more often they call another company and buy there. The calculator counts repeat purchases for the first year only, so with loyal customers, you lose even more.

Formula

Missed calls = calls per day × missed call rate × days with calls
Lost deals = missed calls × share of sales calls × close rate
Monthly losses = lost deals × average order value
Yearly losses = monthly losses × 12 × (1 + repeat purchases per year)
Won back by callback per year = yearly losses × win-back rate
Remaining losses per year = yearly losses − won back per year

Method

How the calculator works

First, the calculator works out how many calls go unanswered each month. Of those, it takes only sales calls and checks how many would normally end in a sale – those are the deals you lost. Multiply them by your average order value, and you get the revenue lost on first purchases.

A customer who goes to a competitor won't come back for future purchases either. So yearly losses are monthly losses times 12 times the number of purchases a customer makes per year: the first one plus repeats.

Callback wins back part of that money – you set how much in the last field. What's won back is subtracted from yearly losses, and the calculator shows what you still lose.

Causes

Where missed calls come from

Peaks: more calls come in than you have agents on the line.
After hours, weekends, and holidays.
Long waits: the caller gives up and hangs up.
Calls to desk phones nobody answers.

Solutions

How to win them back

Automatic callback: the system dials the customer as soon as an agent is free.
An AI agent answers every call, resolves simple questions, and logs the rest for your agents.
Callers in the queue get the option to hang up and receive a callback instead of waiting.
Hourly missed call reports show when you're short-staffed. The Erlang calculator tells you how many agents you need in those hours.

Example

A company gets 300 calls a day, and 15% go unanswered. Half of all calls are sales calls, and one in ten of those ends in a sale. With a $100 average order and 22 days with calls, the company misses 990 calls a month and loses about 50 deals – $4,950 on first purchases alone. If a customer buys once more within a year, the company loses $118,800 a year, $59,400 of it on repeat purchases. If callback wins back 20% of losses, that's $23,760 a year, and losses drop to $95,040.

Where to use it

Missed calls See how callback options and an AI agent keep missed calls to a minimum, and how reports show where you lose them Learn more Automatic callback Call back everyone who couldn't get through, without manual dialing Learn more After-hours answering Take calls at night and on weekends without a night shift Learn more Seasonal peaks Hold your service level when call volume doubles Learn more

Glossary

Terms on this page

Callback: The customer doesn't wait on hold but asks for a callback – and gets one when an agent is free. Learn more →
Automatic callback: The system calls back everyone who couldn't get through. Learn more →
Abandonment rate: How many callers hang up before an agent answers. Learn more →
Service level (SL): The share of calls answered within a set time – for example, 80% in 20 seconds. Learn more →

Blog

From the blog

All articles →

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